Support Account Manager

Job Summary

As a full-time remote Support Account Manager, the successful candidate will serve as the primary contact for high-profile customers, delivering exceptional service, managing technical needs, and collaborating with cross-functional teams to resolve issues efficiently.

Key responsibilities

• Build strong relationships with customers' senior technical leadership and manage open support cases to ensure fast resolutions
• Provide high-touch support during incidents and security events, maintaining constant communication and delivering root cause analysis
• Coordinate customer events and proactively plan technical reviews to prevent issues and improve overall customer experience

Required qualifications

• Bachelor's degree preferred (not required)
• 10+ years of experience in an Enterprise customer-facing role, preferably in a customer support organization for enterprise software
• Advanced troubleshooting skills across various technologies, including REST API, SQL, and Cloud environments
• Demonstrated success in managing critical customer situations in enterprise IT infrastructure
• Proven ability to communicate technical concepts effectively to diverse customer contacts, from system administrators to C-level executives